All Discussions > Steam Forums > Help and Tips > Topic Details
Sajuuk 23 Sep @ 1:09am
Steam support asking me for a 19 year old key as "proof of ownership". I am losing my mind.
What the tittle says.
The issue is a bit complicated to explain but here goes.

I moved countries around 2017 to europe to live with my now wife.
I had my steam guard on my phone since 2016 and it was registered to what is now a disabled phone number. The steam app was on the same phone and it didnt prompt me to update my number so i just forgot about it, but the 2FA app worked fine regardless and ive had this phone for nearly a decade.
Last year i got a new PC and luckily for me, my phone still working i verified the account with the steam guard app right before my phone finally croaked. and basically didnt touch anything since then.

Last week i only noticed this is an issue cause i tried buying something from the warframe tennogen (community cosmetics) and steam prompted me to log in via browser to add funds(which was weird since i usually did it through the PC app, but whatever) when i tried logging in through the browser,and it asking me for my steam guard, thats when i noticed i dont have it anymore, and again since i changed my phone number and didnt write the recovery code (cause im an idiot) ive got no way of moving/removing/ even changing my number now.

Contacting steam and providing literally everything they asked, including a "proof of purchase" image of a CD key, which luckily for me to even have since literally 99% of my purchases are digital and through steam. After nearly 2 days they tell me theres signs of my account being stolen from its original owner. Which is me. and they asked me for the "original cd key used to create the account" which was an Image of HL2 GOTY edition i bought or was gifted when i was ♥♥♥♥♥♥♥ 12. Simply an insane request by now, since its been 19 years, plus ive moved countries.

This is absolutely driving me insane,ive never been hacked, ive never recovered my account from being hacked, i never argued with dumbass scammers on steam or discord or anything, ive never clicked im ♥♥♥♥♥♥♥♥♥ like "free steam gift cards" or anything of the sort.
Ive used the same ♥♥♥♥♥♥♥ credit card since probably 2022 with the occasional paypal/ one off using my wifes credit etc.
Plus i am still literally logged into my account on my PC since last year non stop.



Steam now essentially asking me to provide ANOTHER "proof of purchase" that is basically impossible for me to provide and are guranteeing im gonna be screwed out of this account eventually.


So basically should anything happen, or when i inevitably need to get upgrade my rig/something happens, ill be locked out of my 19 year old account with thousands of dollars worth of games, DLC and such. Support ♥♥♥♥♥♥♥ ruined my weekend with this ♥♥♥♥ and it just feels like im being ♥♥♥♥♥♥♥ robbed of my own ♥♥♥♥, because anything short of ♥♥♥♥♥♥♥ DNA test can sort out what feels like ♥♥♥♥ that can and happens to many people.

What the hell do i do? How the ♥♥♥♥ do you prove ownership when youre the ♥♥♥♥♥♥♥ owner???
Ive tried looking for a number i can call, and outside of trying to reach a human being on twitter or reddit or some other avenue i feel like im just ♥♥♥♥♥♥ and being robbed by steam itself.
Asking me for an image of a 20 year old CD key is just insane at this point, they basically auto close tickets now and tell me to get ♥♥♥♥♥♥.

To say i am losing my mind would be an understatement.


Edit:
To the Bitchless losers telling me that giving steam.

My credit card info.
My old phone.
A 2023 proof of purchase.
My username.
My password.
Having an verified email
Me still being logged in actively and using said credit card since 2022
And providing literally everything they asked for.

Doesnt clarify as "evidence" unless i give them a 20 year old purchase that i didnt keep mainly because, well ♥♥♥♥ happens in life.

You people legit either weren't legit bullied enough in school.
Have your wives boyfriends pay your bills.
Or still live in your parents basement.
I legit didnt think theres a place worse than twitter or reddit with a more insufferable collection of morons.

EDIT 2:

LMAO, The absolute corporate glazing nerds that infested this are gonna be real mad when they find out i got my problem solved, and to the blessed Steam support member that gave an ounce of a ♥♥♥♥, ILY <3.

To anyone in the future who has the same issue, just keep making tickets, and always offer and provide as much information as you possibly can.
And the biggest takeaway? Write down your Backup codes! Hindsight is always 2020, but if youre ever in the same situation, my advice is keep asking for help, theres always an actual compasisonate human being out there.
Avoid writing anything on this community, even if youre desperate, people here are worse losers than the clowns on reddit.

Cheers!
Last edited by Sajuuk; 24 Sep @ 2:25pm
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Showing 1-15 of 23 comments
d3str0y3r 23 Sep @ 1:16am 
Support tickets are the only method of contacting them. There is no number, email, live chat.

There is noting the community can do to help. Valve has strict policies when it comes to account recovery and is some cases like yours they require the original cd key.
#1
Sajuuk 23 Sep @ 1:21am 
Originally posted by d3str0y3r:
Support tickets are the only method of contacting them. There is no number, email, live chat.

There is noting the community can do to help. Valve has strict policies when it comes to account recovery and is some cases like yours they require the original cd key.

I'd understand if my account was a year old.
How the ♥♥♥♥ is it realistic to request a 20 year old key? This is in no way even remotely reasonable. Thy have my credit card details, they can probably see ive been logged in through the same PC , hell same location and everything for 8 years, plus ive provided all the details/payment information/email verification without issue, and again im still logged onto my account.

What the ♥♥♥♥ are the chances someone will still have the original case and CD key from a 2006 game? These arent strict policies, this is asinine ♥♥♥♥ that feels like robbery ast this point.

No ♥♥♥♥♥♥♥ way you lose your phone and steam tells you to go get ♥♥♥♥♥♥ because they decide so.
#2
Ettanin 23 Sep @ 1:32am 
Explain the situation to them and ask them what other proof of ownership is acceptable.
#3
Sajuuk 23 Sep @ 1:42am 
Originally posted by Ettanin:
Explain the situation to them and ask them what other proof of ownership is acceptable.

I did.
They completely ignore anything i say and repeat the same thing.

Again, ive provided them with everything, old number thats disconnected. my credit card(which has been the same for 3 years now)
Verified email, i know my password, account name (obviously) and im still connected on my PC on top of that.
Even gave them the first proof of ownership.

It genuinely feels like they just dont give a ♥♥♥♥, ive explained everything i could, they just genuinely dont seem to give a ♥♥♥♥. And it honestly makes no sense, boiler plate same lazy answer, doubt i even talked to real people.




Good lord i guess im also about to flooded with the "best" the community has to offer as usual.
Im hoping someone that can help sees this/moves it forward at least, and if not , well im not the first with this issue and probably wont be the last, steam support lost their ♥♥♥♥♥♥♥ minds.
Last edited by Sajuuk; 23 Sep @ 1:47am
#4
Nx Machina 23 Sep @ 2:37am 
You have to tick all the boxes and provide the information they require to prove you are the creator of the account.

Secondly being logged into an account does not mean you are the creator of the account after all people buy Steam accounts that the original creator can reclaim when they see a benefit from doing so, such as the purchaser of the account adding games.
#5
Jaunitta 🌸 23 Sep @ 4:41am 
1.old disabled phone number.
2.The steam app was on the same phone and it didnt prompt me to update my number so i just forgot about it,
3. Last year i got a new PC
and luckily for me, my phone still working i verified the account with the steam guard app
4.right before my phone finally croaked. and basically didnt touch anything since then.
There is 4 full on reasons why you are now locked out basically.

Take a few days off and give it time.
There is a waiting time whenever the Steam cookie is deleted.
New phones are added.new devices new computer.
Log in to your Steam account using a web browser
Steam Guard Mobile Authenticator
To transfer your authenticator to a new phone, you'll need access to the phone number associated with your account (so we can send you a text message to confirm it's you).

From the Steam Mobile app on your new device, try to log into your account. When the app asks for your authenticator code, select "Please help, I no longer have access to my Mobile Authenticator codes." Follow the steps the app provides and you can either transfer your authenticator to the new device or remove it from the previous device.
#6
Aluvard 23 Sep @ 6:25am 
Because Support claims that there are signs of account being stolen, they're asking for the earliest viable proof of ownership. In this case HL2 key.
#7
VaLiuM 23 Sep @ 6:37am 
Originally posted by Sajuuk:
How the ♥♥♥♥ is it realistic to request a 20 year old key?
Completely reasonable. I still have my physical copy with the O.G. retail key when i created my account and activated the game on it.

Mind you, WHAT exactly counts as proof of ownership is different for every account, some activate a retail key first, some pay using PayPal or Paysafe Card or other means in the store, it's info nobody knows about except Steam and YOU, even if someone has access to it.

Imagine it's not you wanting the account back but someone else, would you be fine with support being sloppy regarding your account and it's hidden info's?
#8
Ogami 23 Sep @ 6:38am 
One of the main reasons i still keep 2 old PC game boxes around from 2011, both with their Steam keys printed on and the disc and Gameshop receipts.
Just so i have something to show to Support in the unlikely event i ever lose my account for whatever reason.
But yeah, its a bit unreasonable to demand, not just for old accounts with the rise of "digital only".
#9
Nx Machina 23 Sep @ 7:59am 
Originally posted by Lenecro:
Yet again another absolute void minded single cell organism with the inability to read :

https://help.steampowered.com/en/faqs/view/40A0-8B4B-B54B-C51A


« Proof of Ownership is established by submitting payment information previously used on the account or providing retail product codes that have been activated through Steam »

He did mention 99% of his payment are through steam then you could ask if the credit and or paypal correlate with the payment transaction ID

I understand you don’t hand over any account like this but in this case there should be sufficient amount of proofs

So i’ll repeat (because you are unable to read) how are you supposed to show a 20 yold proof of a physical copy while you may have maybe 30 steam digital transaction sharing the same ID or any other information with either your paypal or any form or payment.
The purchase history throughout the years with similarities should work

This forum is like reddit people really are so rеtarded it’s unbelievable. No better than microsoft auto generated answers

When linking the FAQ you missed.

If a game was registered to the account using a physical retail CD key, please provide the following with your Support Ticket: Please write your Support Ticket Number on the quick reference card or CD Key sticker below the code in permanent ink. Attach a digital photo or scan of the CD Key registered to the account.

Steam Support want the earliest proof of creating the account which in the case of the OP it is the physical retail cd key they registered for Half Life 2, as they noted in their opening post.

Originally posted by Lenecro:
and they asked me for the "original cd key used to create the account" which was an Image of HL2 GOTY edition i bought or was gifted when i was ♥♥♥♥♥♥♥ 12.
Last edited by Nx Machina; 23 Sep @ 11:11am
#10
Lenecro 23 Sep @ 9:25am 
Oh ok i get it "OP" ok so we have a redditor explains the mental issues.

So i'll just repeat then :

-> 2. How do you show a picture of a physical key that’s probably gone or somewhere in the country you move out from or gifted from your parents or anything
#11
cSg|mc-Hotsauce 23 Sep @ 9:26am 
Originally posted by Lenecro:
Oh ok i get it "OP" ok so we have a redditor explains the mental issues.

So i'll just repeat then :

-> 2. How do you show a picture of a physical key that’s probably gone or somewhere in the country you move out from or gifted from your parents or anything

Either you have the proof or not.

I have mine from when I first made my account and added the game key.

:nkCool:
#12
VaLiuM 23 Sep @ 9:30am 
^ dito

OP being mad about others not sharing his (swearwords) opinion is hilarious.

After all, nobody here can help with that, only support as proof of ownership is unique per account in question.

If OP can't provide, then it's over, no matter what we see as reasonable or not.
#13
Sajuuk 23 Sep @ 12:08pm 
Originally posted by cSg|mc-Hotsauce:
Originally posted by Lenecro:
Oh ok i get it "OP" ok so we have a redditor explains the mental issues.

So i'll just repeat then :

-> 2. How do you show a picture of a physical key that’s probably gone or somewhere in the country you move out from or gifted from your parents or anything

Either you have the proof or not.

I have mine from when I first made my account and added the game key.

:nkCool:
Good lord, good for you.

You know, other people move houses and ♥♥♥♥, sometimes countries.
#14
cSg|mc-Hotsauce 23 Sep @ 12:11pm 
Originally posted by Sajuuk:

Did you save your recovery code?

Did you get a new phone with the same number?

Help! I sold or lost my phone and I can't log in anymore! What do I do?

If possible, you should contact your wireless service provider and get a replacement phone with the same phone number. Steam will be able to send SMS messages to your replacement phone, and you will be able to recover your account as described below.

If you no longer have access to your phone and don't have your recovery code, you'll need the assistance of Steam Support. Use the "Help me with my issue" button at the top right of this page to get help removing your authenticator. If you don’t have access to the email address that is currently associated with your Steam Account please provide proof of account ownership within your ticket.

https://help.steampowered.com/en/faqs/view/7EFD-3CAE-64D3-1C31#sold

Originally posted by Sajuuk:
Originally posted by cSg|mc-Hotsauce:

Either you have the proof or not.

I have mine from when I first made my account and added the game key.

:nkCool:
Good lord, good for you.

You know, other people move houses and ♥♥♥♥, sometimes countries.

I have moved over 8x in the past 20 years.

:nkCool:
Last edited by Constantine; 23 Sep @ 2:07pm
#15
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Date Posted: 23 Sep @ 1:09am
Posts: 23
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